54608: Acronis Cyber Protect Cloud: Collecting system report

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Last update: 17-06-2022

When opening a case with Acronis Support please collect and provide System Report from the affected machine.

If it is not possible to collect system report from console, please use the offline method to collect information directly on the machine

Acronis Agent is installed and machine is online

Collect system report in one of these ways:

From Devices:

  1. Open Cyber Protection console.
  2. Select the machine you need the report for.
  3. Click Activities:
  4. Click Collect system information:
  5. Collecting system report may take a while depending on the log size. Once the report is collected, save it and provide to Acronis Support.

From Settings

  1. Open Cyber Protection console.
  2. Navigate to Settings -> Agents:
  3. Click the select the machine you need the report for and then click Details:
  4. Click Collect system information:
  5. Collecting system report may take a while depending on the log size. Once the report is collected, save it and provide to Acronis Support.

Acronis Agent is not installed or machine is offline

You can collect system report manually:

 

Machine is started with bootable media

These instructions apply to both Linux-based media and WinPE-based media.

  1. Click Help, and then click Collect system information:

  2. Select a location for the report and click OK:

  3. Generating the report may take a while. The report will be saved as SysinfoOutput.tar.bz2 in the location that you specify.

 

Machine shows BSOD

Collect system report in this way:

  1. Run Windows in Safe Mode like mention in this Windows article
  2. Use the standalone systeminfo utility as described in the offline section
  3. Once the report is collected, transfer the .zip file over a USB/NFS to other device and provide it to Acronis Support.

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